Senior Director, Contact Center

Onbe

Buffalo Grove, United States
Base: $180,000-$190,000; bonus/equity: annual bonu...
On-site
Contact center strategy development
Automation and ai implementation
Bpo vendor management
Onbe is seeking a Senior Director of Contact Center to lead the transformation and operational excellence of its global contact center operations, focusing on automation and AI technologies. The ideal candidate should have significant experience in contact center management, BPO vendor relationships, and a strong background in implementing innovative solutions to enhance customer experience

Job Summary

  • The Senior Director of Contact Center is responsible for driving transformation and operational excellence across global contact center operations, focusing on automation and AI.
  • Key responsibilities include developing contact center strategy, implementing automation and AI solutions, overseeing BPO partnerships, and managing operational budgets.
  • The role requires a Bachelor's degree, 10+ years of contact center operations experience with 5 years in senior leadership, and a proven track record in automation and AI implementation.

Matching Summary

Match Score: 85

Onbe is seeking a Senior Director of Contact Center to lead the transformation and operational excellence of its global contact center operations, focusing on automation and AI technologies. The ideal candidate should have significant experience in contact center management, BPO vendor relationships, and a strong background in implementing innovative solutions to enhance customer experience.

Salary

Base: $180,000-$190,000; Bonus/Equity: Annual bonus eligibility; Benefits: Medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work from anywhere, generous parental leave, and more

Skills & Requirements

Must-have

  • Contact center strategy development
  • Automation and AI implementation
  • BPO vendor management
  • Operational excellence metrics
  • Cross-functional team collaboration

Nice-to-have

  • Culture of innovation and accountability
  • Customer-centricity focus
  • Fast-paced dynamic environment

Key Requirements

  • Bachelor's degree in Business, Operations, IT, or related field
  • 10+ years in contact center operations
  • 5+ years in senior leadership role
  • Proven track record implementing automation and AI
  • Extensive BPO vendor management experience

Work Rights

Not specified

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